The Indian Market is Attractive. But…

Mr. Vivek Bindra

Director - Global ACT

www.vivekbindra.com

www.globalact.org.in

Global ACT

Relating to one another

Supporting and encouraging others

Being able to give and receive constructive feedback

Listening to and valuing others' opinions

Being able to convey your point clearly

Assisting progress towards achieving an objective

Global ACT

Smile as often as you can

Appreciate others

Pay attention to others’ problems

Listening actively

Unite people

Resolve disagreements

Communicate clearly

Use humour

Learn to appreciate

Don’t complain

Global ACT

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Turtle (Escape when you have the chance)

This represents Avoidance.

 Shark (Winning is the only thing)

This represents Competition.

Fox (Giving up something in order to achieveresults)

This represents Compromising

Teddy Bear (Acts for the good of the group)

This represents Accommodating

Owl (Finding solutions agreeable to all)

This represents Collaborating

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Global ACT

Communication is a two way process.

It involves a sender and receiver.

Effective communication gets the desired response.

Global ACT

Shared Space

Intended

Meaning

Verbal message

Non-Verbal Message

PerceivedMeaning

A’s Reality

B’s Reality

Global ACT

Types of Communication

Verbal

Non-Verbal

Written

Global ACT

Conviction

Confidence

Enthusiasm

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Global ACT

Body language

Eye contact

Facial Expression

Gesture

Posture

Tone

Rate of Speech

Accent, Diction

Pronunciation

Non- Verbal Communication

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Global ACT

S - Smile

O - Open Gestures

F - Forward Lean

T - Tone of Voice and Touch

E - Eye Contact

N - Nod

Global ACT

Lack of Enthusiasm

Distracting Gestures

Lack of Focus

Verbal Static

Lack of Eye Contact

Language

Inconsistency in Information

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Global ACT

Aggressive

Passive

Assertive

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Global ACT

I win, you lose situation.

Global ACT

It is you win, I lose situation.

Global ACT

It is a win-win situation.

Global ACT

Empathy

Global ACT

Put yourself into the customer’s shoes.

‘Seek first to understand,

and then to be understood’.’

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Global ACT

Empathy is the skill of active listening – ofapproaching an interaction with an open mind.

Empathy is - identification with and understanding ofanother’s situation, feelings, and motives.

Global ACT

There are two forms of empathy:

True/positive empathy

Negative form of empathy

True empathy involves

Seeking a person’s positive hope

Shifting their focus from negative judgment

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Global ACT

Listening is the act of receiving a verbal message from asender and understanding what it means.

Global ACT

9% time is spent in writing,

16% time is spent in reading,

30% time is spent in speaking and

45% is spent in listening

Global ACT

Hearing

Simple Listening

Active Listening

Reflective Listening

Global ACT

Listening to what is being said by

Keeping an open mind

Thinking Ahead

Analyzing and evaluating the message

Not interrupting

Listening to how it is being said by

Interpreting the persons tone of voice

Evaluating the non-verbal cues

Listening to what is not being said by

Reading between the lines

Asking the right questions

Global ACT

Reflective listening is a type of active listening where thelistener ‘Reflects’ what the speaker is saying by repeating orparaphrasing what was said and by being empathetic.

Global ACT

Ask clarifying questions

Perception Vs Reality

Review what was said and what wasn't said

Respond with empathy

Global ACT

Don’t compare yourself with the speaker

Don’t make assumptions

Avoid filtering the conversation

Avoid labelling a statement

Global ACT

Resist distractions

Focus on the interaction

Listen for ideas

Keep an open mind

Hold questions till the speaker has finished

Paraphrasing

Understand that thought is faster than speech.

Global ACT

Daily Motivation For Your Peak Performance

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Global ACT

Thank You!